Envision Telephony Announces Envision Analytics for the Enterprise

Business Wire, Sept 10, 2007

Web-based Platform-Agnostic Solution Consolidates, Analyzes and Shares Critical Intelligence Required to Optimize Performance and Customer Experiences

SEATTLE -- Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today the immediate availability of Envision Analytics[TM], a web-based platform-agnostic dashboard that consolidates, analyzes and shares market, customer, contact center and enterprise data, providing a contextual view of enterprise performance.

"Contact center performance is traditionally viewed from a very operational perspective. The context of an interaction between a customer and agent is currently not taken into account during most agent performance assessments," said Jim Davies, research director at Gartner, Inc. "By understanding who the customer is and what their needs and concerns are, organizations can begin to supercharge their performance management initiative."

Envision Analytics includes:

* Analytic dashboard that drives efficiency and reduces costs. Envision Analytics consolidates performance data across multiple systems and delivers key insights to decision-makers across the enterprise. A centralized, dynamic dashboard provides consistent information to those who need to take action to improve performance, from coaching and developing agents to adjusting marketing programs. A single access point saves time and reduces costs associated with retrieving reports from disparate systems.

* Effective analysis that improves decision-making. Envision Analytics identifies patterns, trends and relationships in customer and contact center data. With Envision Analytics, enterprises can perform customer experience analysis to understand how people and processes can work together to deliver exceptional service. Segmented recording analysis provides a cradle-to-grave view of the customer experience, from initial agent contact to back-office transfers.

* Flexible, in-depth ad-hoc reporting capability. Envision Analytics leverages Microsoft Reporting Services' powerful ad-hoc reporting tool that enables business users to create their own reports and explore corporate data. The report builder incorporates a user-friendly business query model that enables users to build reports without deep technical understanding of the underlying data sources.

* Multidimensional performance reporting that provides a 360-degree view. Envision Analytics provides users with an easy-to-use personalized dashboard. Components can be personalized within the dashboard to provide the most appropriate information for how each user works. Because customer, business, and operational goals and data can be integrated easily into the dashboard, users can compare actual performance against desired outcomes. In addition, role-specific analysis delivers relevant and timely information to key decision-makers.

* Seamless integration with Envision SpeechMiner[R]. With Envision Analytics, enterprises can search and analyze unstructured data collected in recorded customer conversations. From the dashboard users can drill down into specific customer conversations to understand the underlying causes of poor service; identify new cross-sell and up-sell opportunities; refine sales and marketing programs; and quickly transform unstructured customer conversations into the intelligence required to improve performance. The solution's web-based dashboard makes it easy to share the emotion of customers by describing their experiences in their own words.

"The bottom line for any successful enterprise is pleasing your customers through superior products and services," said Rodney Kuhn, Envision CEO. "Envision Analytics will help users quickly identify and investigate emerging daily or weekly trends that will lead to specific timely action to ensure that customer satisfaction is maintained."

Envision Analytics enables enterprises to:

* Gain real-time insight and take action to optimize performance

* Improve first-call resolution by rapidly identifying service and quality issues

* Drill down into customer interactions to understand the root cause

* Reduce costs and improve productivity with a consolidated dashboard

* Increase revenue by identifying new cross-sell, up-sell and training opportunities

* Measure, benchmark and calibrate performance using key performance indicators and customized scorecards

* Identify top performers and underachievers

About Envision

Envision Telephony, Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company's flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision's software includes analytics, performance management, workforce management and Click2Coach[R] (composed of Envision Quality Monitoring[TM] and Envision eLearning[TM]). The company's solutions are deployed across thousands of desktops in both a telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at www.envisioninc.com.